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How to create Cases based on subject line or keywords within email body

  • 14 March 2024
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First, I think I know the answer to this question, but I need confirmation.

IF I want to setup where I create a Case in Acumatica with a specific Case Class based on incoming emails with certain Subject Line headings or even Keywords in the email body, *must* I use and enable the Service Management Module/Feature?

Or can I do that without Service Management, and if so where do I set that sort of configuration?

Thank you,

Jeff

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Best answer by darylbowman 15 March 2024, 14:50

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Acumatica allows creating Cases from emails to a certain email account, if the email isn’t already tied to a Case, using System Email Accounts:

 

You possibly could also achieve something like this using Business Events, which would allow more specific rules.

Daryl ⚡Contract Acumatica Developer (MVP🏆) for hire ⏩ linkedin.com/in/darylbowman
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@darylbowman Thank you Daryl.  I knew about that, however, that is only based on the recipient “TO” email address.  This particular client wanted to create a case based on the Subject line, (for example).  I did not think there was a method to do that other than using the service module. 

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